Product updates, customer stories and ideas to help you deliver better support.
If your focus is elsewhere, it’s easy to overlook just how many support tickets follow familiar patterns. Yet someone still has to read each of them, investigate the customer’s environment, and prepare a response before moving on to the next one. Repeat that dozens or hundreds of times every day and it becomes clear that […]
Most help desks have no shortage of metrics anymore: ticket counts, response times, satisfaction scores, resolution rates and countless charts are only ever a click away. Yet answering a simple question like: “What actually deserves my attention today?” often means jumping between multiple reports, filtering data several different ways and opening dozens of conversations. The […]
Anyone who has been involved in hosting long enough eventually discovers that it’s pretty rare for support tickets to arrive already packed with the details you actually need for troubleshooting. The ticket itself may contain just enough information to start a conversation, but rarely enough to understand the situation. To see why, look no further […]
Infrastructure companies have become remarkably good at working with enormous amounts of data scattered across disconnected systems, mostly because they have had very little choice. Over time, support teams learned to compensate for that fragmentation almost instinctively. Experienced administrators mentally reconstruct customer environments while reading tickets. They remember node names, virtualization patterns, service histories, and […]
In 2025 and 2026, more and more companies are coming to the same conclusion: without AI, support simply does not scale anymore. This is no longer about experimentation or hype. It is a practical operational problem. Both industry reports and our own case study increasingly point in the same direction. As the number of tickets […]
Support tools tend to fall into two categories. There are the all-in-one platforms that try to handle everything, often at the cost of control and flexibility. And then there are on-premise tools like SupportPal – more focused, and fully self-hosted, which already says a lot about the type of users it attracts. Teams that care […]
You can run tests, build scenarios, and validate edge cases for as long as you want, but none of it really tells you how your product will stand the load of a customer actually depending on it every day. So instead of staying in that safe zone, our CEO went straight to The Hosting Heroes, […]
ModulesGarden, EasyDCIM and PanelAlpha are all part of the INBS.Software ecosystem, each at a different stage of development. But no matter where a product stands, support is where things get real. More users mean more tickets. In web hosting especially, more tickets mean more edge cases, unusual setups, and more digging through documentation to find […]
KonradoAI is now production-ready. Not as a beta experiment. Not as a side project. But as a system that hosting companies can deploy in real support environments. Getting here took longer than I expected. And the product we have today looks different from what I originally imagined. I decided to write this as a personal […]
Since 2022 a new boom started for AI with ChatGPT entering the mainstream and immediately we heard that we’re entering a new era where “AI will replace jobs.”. Well… as a person who has a degree in computer science and knows how LLMs actually work (it’s not really AI, but marketing says otherwise), it amazed […]
